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Systems Support Specialist 1

Sunrise Systems Inc

  • AUSTIN, TX
  • 1 day ago

    Highlights

    This role serves as a key interface between customers, field engineering teams, software developers, and hardware engineering organizations to diagnose and resolve platform, driver, AI framework, and application issues. This position requires strong troubleshooting skills spanning hardware, firmware, drivers, operating systems, and the AMD AI software ecosystem, including ROCm.

    Numbers & Facts

    LocationAUSTIN, TX
    IndustryStaffing/Employment Agencies
    Company Size100 to 499 employees
    Year Founded1990
    Websitehttp://www.sunrisesys.com/

    Description

    Job Title: Support Technician
    Location: Austin, TX
    Duration: 12 Months of Contract

    Position Summary

    The Support Specialist will provide technical support and issue resolution for AMD Ryzen AI Halo platforms across Windows and Linux operating systems. This role serves as a key interface between customers, field engineering teams, software developers, and hardware engineering organizations to diagnose and resolve platform, driver, AI framework, and application issues.

    The ideal candidate will have experience supporting x86 platforms, AI/ML software environments, GPU computing technologies, and operating system-level debugging. This position requires strong troubleshooting skills spanning hardware, firmware, drivers, operating systems, and the AMD AI software ecosystem, including ROCm.

    Key Responsibilities

    Customer & Partner Support
    • Serve as the primary technical contact for customer-reported Ryzen AI Halo platform issues.
    • Analyze and resolve hardware, software, BIOS, driver, and application-related issues.
    • Monitor inbox/ticket system and reproduce customer-reported defects in internal lab environments.
    • Manage support cases through closure while maintaining high customer satisfaction.
    • Provide technical guidance on platform configuration, performance tuning, and best practices.
    • Generate weekly reports
    • Develop collateral about common issues and issue trends

    Platform Support
    • Support Ryzen AI Halo systems running:
    • Microsoft Windows
    • Linux distributions (RexOS, Debian, Ubuntu etc.)
    • Troubleshoot platform-level issues involving:
    • CPU
    • Integrated GPU
    • NPU (Neural Processing Unit)
    • Memory subsystem
    • Power and thermal management
    • BIOS/UEFI

    AI Software Stack Support
    • Support deployment and optimization of AI workloads on Ryzen AI Halo platforms.
    • Assist customers with AMD AI software ecosystem setup and validation.
    • Troubleshoot issues involving:
    • ROCm
    • PyTorch
    • Hugging Face models
    • AMD Ryzen AI Software
    • Analyze workload compatibility, model execution failures, and performance bottlenecks.

    Debugging & Root Cause Analysis
    • Collect and analyze logs, traces, dumps, and telemetry data.
    • Perform issue isolation across hardware, firmware, drivers, operating systems, and AI frameworks.
    • Identify root causes and work with engineering teams to deliver fixes.
    • Escalate product defects with clear technical documentation and reproducible test cases.

    Required Qualifications
    • 3+ years of technical support, system validation, or software support experience.
    • Strong knowledge of Windows, Linux, and x86 platform architecture.
    • Experience with Python, Bash, or PowerShell scripting.
    • Excellent troubleshooting and customer communication skills.

    Preferred Qualifications
    • Experience with AMD platforms, ROCm, GPU/NPU compute, and AI/ML frameworks.
    • Familiarity with PyTorch, TensorFlow, Docker, and AI model deployment.
    • Knowledge of BIOS/UEFI, device drivers, and performance analysis tools.

    About Company

    Sunrise Systems was founded in 1990 with a clear vision to deliver world-class staffing service solutions in all labor categories, including IT consulting and solutions; all with the commitment to provide service that exceeds expectations and become the most trusted name in the industry. More than two and a half decades later, we pride ourselves on being at the forefront of the staffing industry. Combining our deep industry expertise, insights, and global resources, we have partnered with our clients to connect them with top professionals across several different industries.

    We provide cost-effective Managed Staffing Solutions, Information Technology and Information Technology Consulting Services to several Fortune 500 companies and U.S. Government agencies. We provide our clients with flexible engagement models and customized products that are budget and time specific. Understanding the challenges that every business faces, we offer our services either on-site at the clients' site or from one of our globally distributed technology centers. Our onshore and offshore development capabilities ensure that we excel at meeting customer requirements every single time.

    Our collective business experience spans over two and a half decades and ranges from:

    • Business, management, and technical fields
    • Information technology consulting and software solutions.
    • Providing strategic support for the development and long-term growth of new business ventures across several industries including but not limited to; accounting, banking, finance, and recruitment.
    • Motivating technology staff and establishing partnerships with Fortune 500 companies

    Sunrise Systems has a vast range of competence in:

    • Design, development, and support of cloud-based solutions from simple to highly complexed
    • Database administration of multi-platform applications, complex databases, and web-based environments that include all aspects of installation, planning, maintenance, and monitoring.
    • Data processing and data migration
    • Application re-engineering and platform migration
    • Working with the Information Systems and end-user communities at all levels to resolve issues and establish consensus.

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